Customer Experience Can Affect Your Reputation Management

You may read that headline and think – ‘tell me something new!’. However, when we discuss customer service it almost always involves the act of selling, paying, receiving and follow up; we never discuss the process of selling, paying, receiving and follow up.

A recent study showed that 41% of adults will click away to another site the moment they encounter some sort of problem with a site. If they are looking to buy, it will most likely be a competitors site as well.

When we talk about problems, it could be something as simple as a slow page load, or some fractured links to graphics. On a bigger scale it could be ‘page not found’ due to server problems. If you consider all the steps involved in buying and paying for an item then you will have an idea where a visitor may encounter a problem.

The same study found that 84% of those who experienced a problem shared the details with others. This is where your reputation can take a real hammering – and it may simply have been a short server down time that caused the problem.

Reputation is hard to build and can be undone very quickly. Website owners need to be vigilant and ensure their website are functioning correctly at all times. One small problem can lead to a host bigger problems down the track.

You may read that headline and think – ‘tell me something new!’. However, when we discuss customer service it almost always involves the act of selling, paying, receiving and follow up; we never discuss the process of selling, paying, receiving and follow up. A recent study showed that 41% of adults will click away to…

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